Kudo's to HD

[fRED mCnEILL]

Just received my Worksharp 3000 that was on sale for $61 a month or so ago. As I stated before I live in Canada and could not use my M/C as they don't (didn't) accept Canadian CC's. But someone called me to say if I bought an HD gift card (yes, from A Canadian HD) they would accept that. So off I went to buy one only to find out they didn't take those either because-you guessed it- it was Canadian. And to really fry my bacon, I could'nt return the gift card for a refund. So I emailed the CEO of HD and the NEXT MORNING I had a return email from their corporate resolution Specialist. Then a few minutes later I had a phone call from her saying she would follow up on all aspects of this fiasco and wanted to give me something for my frustration so they gave me the Worksharp for nothing.

This is the second time in 3 years that I have encountered a situation that defied common sense and both times I have been given a "gift" to sooth the frustration caused by someone not using common sense. And I understand that with 10's of thousands of employees that must be a difficult task but I do give them "A" for effort.As others have stated re: the $62 Worsksharp Special HD seems to be "trying harder" and for that I give them Kudos.

And I do like the Worksharp.

[Fred Perreault]

It is difficult today to not be a cynic, but episodes like that seem to push one back from jumping off a cliff

[Gene Howe]

Fred,
Excellent resolution to a frustrating problem. congratulations.
I wonder about two things, though. #1. will they correct their insane policy of not accepting Canadian CCs? #2 Will their great corporate CS filter down to their stores?

[Peter Quinn]

Funny, I traveled all over Europe, went to costa rica, have been to Canada, always have used my US credit cards without issue. You pay the current daily exchange through your bank, the vendor does not loose. But the HD can't figure out how to process a credit card from it's most direct neighbor? Glad they gave you a gift, sure would like it if they went down the hardware aisle for a crow bar to pull head from butt on this issue.

[fRED mCnEILL]

Peter, you are right. I buy a lot of "stuff" from the US so I have a US shipping address as I live close to the border. The smallest guy selling stuff on the net seems to take my CC yet HD, with plenty of stores in Canada couldn't seem to figure it out.
The CS specialist that called me seemed all business so I hope they get it straightened out. Time will tell.

[Mark Blatter]

I have had good luck resolving problems by searching out the corporate phone number, then asking for a specific department head or SVP then explaining the issue to that person. Too often the local store / contact isn't able or doesn't want to help. Get the one with real authority and watch the problem be solved. I did this with Verizon (who no longer publishes their corporate phone numbers) to Xerox.

I am told that Nordstoms employee handbook is about a page long and all it says is to resolve all problems using common sense and to treat the customer as the employee would like to be treated. That is why they have perhaps the best customer service I have ever seen.

[John A. Callaway]

wow, Heck of a story there. Good for HD for making it right, way beyond necessary. I am sure you would have been content for them to just honor your gift card.

Another HD noteworthy tale ... the furnitude blog guy sent out request for a table saw to review and HD was the only one who offered to send him a saw to review for free.

They make the effort, so maybe instead of passing them to go to lowe's for something I know HD has, I will just stop on in there.... ( I will always go in there for RIGID tools... love my TS )